Inter-Tel Encore Installation, Programming And Maintenance Version 4 Manual

Page 6-11
RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
Pro-Active Maintenance
RMS
MAINTENANCE
6
9. PRO-ACTIVE MAINTENANCE
9.1Encores Proactive Maintenance involves:
•Automatic fault detection. During normal operation, Encore monitors for line
faults. If a fault is detected (e.g. dial-tone not detected) then a fault counter is increased
for that line. However, one successful operation of a line resets the fault counter for that
line. Should the fault counter on any one line exceed a...

Page 6-12
RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
Pro-Active Maintenance •
Confidence call. A confidence call is made once every three months (January, April,
July, and October) at the time and date scheduled in this screen. the call is placed as
described for the Alarm call. The Confidence report consists of header (Encore), infor-
mation describing the system, and the words “Confidence Call.” A Confidence report
will look like this:
Encore
Software Revision NET USA 1.54/54
Main Board...

Page 6-13
RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
System Timers
RMS
MAINTENANCE
6
•Alarm Threshold. (from 1 - 99) determines how many times in succession a fault
must be detected on a line before an Alarm report is generated. CO line interface faults
and Caller ID faults are deemed to be line faults. Other faults such as DTMF Sender
failure will initiate a call whenever they are detected.
•Confidence Call Day. Day of the month (1-28) that the system is to place a call to
the Dial Up Number...

Page 6-14
RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
System Timers
Minimum Valid Hookflash 
(1/100)Phone must be on hook for at least this amount of time for the system 
to recognize a hookflash.2
Maximum Valid Hookflash 
(1/100)Maximum amount of time a phone can be on hook for the system to 
recognize a hookflash.10
Fwd Time Break (1/100) Break duration when timed break is the forward recall signal. 60
Int Max Inter Digit Pause Amount of time between digits during dialing. 10
Incoming Ring...

Page 7-1
Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
TROUBLE-
SHOOTING
7
Troubleshooting
CONTENTS PAGE
1. Introduction  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
2. Outgoing Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-2
A. Cannot Make External Calls From An Extension . . . . . . . . . . . . . . . . . . . . . . . . .  2-2
B. Unable To Make Or Receive...

Page 7-2
Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Introduction
1. INTRODUCTION
1.1This section of the manual describes the troubleshooting information in the event of a
system or station instrument malfunction. System repair is limited to replacing parts (keysets,
circuit cards, cables, power supply, etc.).
2. OUTGOING CALLS 
2.1This section details outgoing call issues.
A. CANNOT MAKE EXTERNAL CALLS FROM AN EXTENSION
2.2Extension Lock may have been activated. To unlock the extension:
1.Lift...

Page 7-3
Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Incoming Calls
TROUBLE-
SHOOTING
7
3. INCOMING CALLS
3.1This section details incoming call issues.
A. NO INCOMING EXTERNAL CALLS ARE BEING RECEIVED
3.2This may be caused by programming or installation errors.
1.Check that the extension is programmed to ring. See page 4-25 for procedure.
2.Check that the extensions has not been programmed for “Do Not Disturb.” See page 3-
40 for procedure.
3.Check that the Keyset is plugged in to the telephone...

Page 7-4
Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
System Features
6. SYSTEM FEATURES
6.1This section details system feature issues.
A. NIGHT SERVICE UNABLE TO OPERATE
6.2The customer may be attempting to activate night service from wrong extension. Only
extension 20 can activate or deactivate night service. See page 3-44 for details.
B. CANNOT PROGRAM SYSTEM OPTIONS
6.3Customer may be unable to carry out programming because they have forgotten or do
not know the Programming password. 
1.Try...

Page 7-5
Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Replacing the CPU
TROUBLE-
SHOOTING
7
8. REPLACING THE CPU
8.1Follow these steps when replacing a faulty CPU:
1.Record the system configuration and administration programming. (If you have Remote
Management Software, save the database as a backup. Refer to page 5-5 for informa-
tion.)
2.Disconnect power from the system.
3.Disconnect the Power Supply connection.
4.Label all extension cabling (to aid in reattachment).
5.Disconnect the extension...

Page 7-6
Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Customer Support
10. CUSTOMER SUPPORT
10.1Customer support is provided through Inter-tel Customer Support, after hours emer-
gency assistance, and diagnosis through the Remote Management Software.
A. TECHNICAL SUPPORT
10.2If problems persist when installing or servicing Inter-Tel equipment: While on site and
with the proper troubleshooting tools available, certified technicians
 may contact Inter-Tel
Customer Support Department for...